The Evaluation of Customer Service at an Automobile Service Center

Khabibullina Alsu R., Postgraduate student of the department of «Economis and Management», Ulyanovsk State Technical University (This email address is being protected from spambots. You need JavaScript enabled to view it.)

The article deals with the evaluation of the process of customer service at a service company. Advantages and disadvantages of the basic methods of the evaluation of customer service are considered. The methodology of the evaluation of customer service at an automobile service center is offered. The results of the research of the customer service quality at the automobile service center are presented.

Keywords: process of customer service; an automobile service center; methods of the evaluation of the customer service; customer service quality.

Actualization of Partnerships Marketing in the Banking Services Sector

Bondarenko Viktoria A., Doctor of Economics, associate Professor of marketing and advertisement Department of the Rostov state economics University (This email address is being protected from spambots. You need JavaScript enabled to view it.)

Semernikova Elena A., Postgraduate student of marketing and advertisement Department of the Rostov state economics University

The authors in article emphasize the presence of a certain trend – drift of marketing from of the usual transactions to partnerships between individual buyer and seller in the banking sector. On this basis, the authors come to the conclusion that the competitive environment conditions in the banking business at the present stage and the use of the aggregate of individual consumption as the main driving factor of the economy development lead to customer focus in the banking business. The focus on customers in banking business actualizes the use and development of partnerships marketing.

Keywords: consumption society; partnerships marketing; customer focus; banking products.

Benchmarking as a Tool toPromote Innovation in the Service Sector Commercial Banks

Kurcheeva Galina I., Professor of the Novosibirsk State Technical University (This email address is being protected from spambots. You need JavaScript enabled to view it.)

This article discusses the questions about actuality development of such instruments to contribute marketing, as benchmarking, establishment of interrelation and interdependence promotion of open innovation in the sphere of banking services and social responsibility of commercial banks

Keywords: benchmarking; marketing; open innovation; demand; banking product; social responsibility

Reduction of Number of Brands in International Company’s Brand Portfolio as an Opportunity for its Efficiency Improvement

Mokrienko Olga M., Postgraduate Student of Commerce and Marketing Department, St. Petersburg State University of Economics; Head of marketing department, Kerr Corporation (This email address is being protected from spambots. You need JavaScript enabled to view it.)

The article observes methods of brand portfolio development that international companies implement on local markets for reduction of number of brands in brand portfolio: selling brand to other companies, leasing brand to other companies, taking brand out of the market (killing brand). Aims that companies pursue, conditions that favor implementation of each method, risks of each method are analyzed.

Keywords: brands; brand portfolio; brand management; international companies; efficiency.

Influencing Factors on Volunteers’ Involvement in Charity Organization Activities

Shuvaeva Ekaterina I., Postgraduate student of Department of Company Marketing, National Research University «Higher School of Economics» (This email address is being protected from spambots. You need JavaScript enabled to view it.)

Nowadays we can see growth of interest to charity fromauthority and community. An article considers factors which have influence on volunteering as type of charity activity. As an approach author suggest regarding volunteers’ behavior as co-creation marketing.

Keywords: involvement; co-creation marketing; charity; volunteers; behavior types.